Customer Experience Specialist

Customer Experience Specialist | Inbound Operations | Southbank

Your Impact

Join Asahi Beverages as a Customer Experience Agent in our Customer Success Centre and play a key role in creating a seamless customer experience across our Alcohol and Non-Alcohol portfolio. You will be the first point of contact for inbound queries, managing cases end-to-end via phone, chat and email. This role is structured and fast-paced, requiring resilience, problem-solving and the ability to balance empathy with business rules, all while representing the Asahi brand to our valued customers.

Key Accountabilities

• Take ownership to deliver a positive customer experience beyond expectations
• Service customers through an agile omni-channel approach (phone, chat, email)
• Accurately input and manage customer orders in SAP and Salesforce
• Understand customer needs and provide tailored solutions to achieve first-call resolution
• Attend to a wide range of queries including accounts, deliveries, pricing, logistics, and new accounts
• Collaborate with Logistics, Supply, Credit and Sales teams for seamless service flow
• Manage online support issues and work with B2B support services to resolve enquiries
• Achieve individual and team targets against CSC KPIs including service and resolution metrics
• Leverage insights, tools and techniques to improve operational capability
• Support migration of customers to omni-channel platforms in line with digital strategy
• Build personal commercial, product, and industry knowledge while developing across CSC workstreams (inbound, live chat, inboxes)
• Represent Asahi values and role-model professionalism in all interactions

About You

• Previous contact centre or customer service experience (banking, insurance, logistics, FMCG highly regarded)
• Strong resilience and confidence in handling complaints, conflict and high-pressure calls
• Excellent problem-solving and initiative, with the ability to balance empathy and policy compliance
• Attention to detail, strong accuracy and data entry capability
• Proficiency with SAP (essential) and Salesforce (advantageous)
• Organised and capable of meeting service targets and deadlines
• Team-focused mindset with ability to multi-skill across channels
• Comfortable in a structured environment with set shifts, breaks and hybrid office days
• Flexible for increased office days and full availability during peak November–December trading period

The Customer Success Centre is the central hub for all customer interactions — both internal and external — and serves as the single point of resolution for every query or issue. Each agent is empowered and expected to take personal accountability to raise, own, and resolve matters on behalf of our customers. To support your success, you’ll be onboarded in-office with a dedicated capability team lead who will support you over a 6–8-week period, ensuring you're confident, capable, and set up to deliver results from the outset. We pride ourselves on developing talent and providing a platform for a long and prosperous career within Asahi.